Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network has done nothing to resolve this issue. The company violated the contract by not providing me with the service That I was being charged for. I went above and beyond what was required of me by contacting the support department and twice arranging to have their support technicians meet me at my house to fox the problem . Dish Network was unable to uphold their obligation and twice failed to show for scheduled appointments. I my self own a local business and when you have scheduled appointments and you fail to keep them or you fail to provide the service you are responsible for providing, you have violated a moral and contractual requirements to your client. Finally I sat home for the required agreed upon time frames not once but twice while dish Network failed to service my equipment. I paid every penny of bill that was due because I used the service. How ever the for mentioned amount is not my responsbilty . I should not be held responsible for a early termination fee that was the direct result of dish networks breach of service.
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that I would request a copy of your customer agreement for your records. Unfortunately, our local office was unable to provide me with a copy. As such, I waived your early termination fee. Additionally, I was able to locate the receiver associated with your account, so I removed the equipment from your account and waived the fee.
Your remaining balance of $79.38 is for service rendered, and we request that it be paid.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for getting back to me. As per our phone conversation, I am willing to pay the balance of $79.38 only.
Can you please advise if it is appropriate to call customer service to take care of this matter or if I should be calling the collection agency that has put a collection on my credit file regarding this issue. Thank You
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: We are contacting you regarding your correspondence, dated February 24, 2016, filed with the Revdex.com. Based on our investigation into the concerns raised in your complaint, we have determined that DISH Network L.L.C. ("DISH”) did not contact the telephone number [redacted] DISH Network takes violations of Do Not Call laws very seriously. We take great efforts to ensure compliance with all Do Not Call laws and do not condone any violation of these laws by any entity. Further, significant resources are expended in pursuit of perpetrators of improper solicitations who may hide behind the DISH Network® trade name. However, identifying an offending solicitor is not always possible. We regret that the perpetrator’s actions have inconvenienced you in any way. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/05/28) */
May 21, 2015
[redacted]
PO Box XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network to add programming. You were told that the charges would be applied to your next bill. This was not the case. You were charged $67.00 when you were expecting a charge of $60.36, which created an unexpected financial hardship. Additionally, you were informed that you would be charged a fee for the equipment return should you disconnect the service. You do not feel that the customer service representatives have provided you with correct information. You requested a credit for a full month of service.
When we spoke today, we reviewed your billing and the credits that you were provided. I explained that these changes took place the day your auto-payment was generated, causing the prorated programming charge to be included in the payment total. I also informed you that I am unable to provide you credit for a full month of service; however, I applied a $20.00 credit to your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear [redacted]: On November 18, 2016, we received your complaint, dated November 17, 2016, filed with the Revdex.com. You stated that you received a collection letter indicating that you owed DISH Network $1,304.50. You have never been a DISH Network customer and you requested that this matter be resolved. When we spoke today, you confirmed that you received the Identity Theft Affidavit and instructions I provided. We discussed the process and you indicated that you would complete the paperwork required to begin an identity theft investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...August 26, 2016 Dear Ms. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when you agreed to an equipment upgrade with a two-year contract, you did so with the understanding that your monthly rate would be $73.93 for the contract period. However, you said that you have been billed more then what you were quoted and you would like us to honor the rate or release you from your contract. We will grant your request and release you from your contract. You may disconnect your account at any time without penalty. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
May 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
Peterson: On May 12, 2016, we received your correspondence, dated May 11, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the DISH Anywhere application and they have not been resolved. When we spoke today, I advised you that I waived your early termination fee. You may cancel your service at any time without a penalty. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
September 30, 2015
Mr. [redacted]
[redacted]
Jefferson City, TN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your complaint, dated...
September 23, 2015, filed with the Revdex.com.
You indicated that your DISH Network service was on DISH Pause since 2014 and when you called to have it disconnected, you were told that you had a balance of $252.52 for programming.
When I spoke with you by telephone today, I informed you that an account can only be in DISH Pause for up to nine months. When the nine months expires, the service is automatically restarted. As an exception, I removed the charges.
This account was established under the Digital Home Advantage (DHA) 24-month agreement. Since you did not fulfill the term commitment, you were charged a $400.00 early termination fee.
During our conversation, you mentioned that you moved to a housing unit where the satellite dish is not allowed. I waived your early termination fee and there is no balance due to DISH Network.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello thanks for contacting me back I was a little confused of the charges that were removed from the current amount. If you could contact me back with the current charges I owe I would greatly appreciate it.
[redacted] Dear [redacted]: On June 30, 2017, we received your complaint, dated June 29, 2017, filed with the Revdex.com. You claim that you were not aware of the 24-month commitment. You believed that you were only signing for the installation when you signed the electronic tablet. You established this account through [redacted], an independent retailer. Since we were unable to verify the information you were provided, we waived the $480.00 early termination fee. Additionally, as an exception, I removed the remaining balance of $75.05. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
June 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your correspondence, dated June 27, 2016, filed with the Revdex.com. Our records reveal that this matter was previously addressed by letter correspondence through the Federal Communications Commission on June 30, 2016. I enclosed a copy of this letter for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST June 30, 2016 Mr. [redacted] Re: FCC Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 29, 2016, we received your correspondence dated June 27, 2016, filed with the Federal Communications Commission. You said that you were told you had a 15-day trial period during which you could cancel your DISH Network service without a penalty. Ms. [redacted] (the account holder) established her account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Dish One, an independent retailer. Please note that we do not offer a trial period. When I spoke with Ms. [redacted] on June 29, 2016, I advised her that I waived the early termination fee. Per her request, the account was disconnected. She agreed to return the leased equipment to DISH Network. A return box and label were sent to her address by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/07/15) */
July 10, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015,...
filed with the Revdex.com.
You indicated that your recent DISH Network technical support and customer service experience did not meet your expectations. You were provided incorrect information and ineffective solutions regarding relocating the receiver in your RV. As a result, you spent excessive time and incurred unnecessary expenses. You requested that the receiver be replaced at no additional cost to you.
When we spoke today, you indicated that you were able to order a part from an RV supplier that you feel should resolve the matter. I apologized for your experience and applied credit to your account for the part and remotes you purchased. Additionally, I provided you a $20.00 credit for six months and waived your current contract commitment. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Ms. [redacted]: On February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You...
expressed concern that you didn’t receive a refund for your credit balance. A review of your account reveals that a refund has been submitted. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Tell us why here...January 2, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your correspondence, dated December 27, 2017, filed with the Revdex.com. You maintain that the account was placed in your wife’s (Mrs. [redacted]) name without authorization. You also indicated that you were not advised of the term commitment, and you disputed the early termination fee. Our records reveal that your account was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment through [redacted]. The agreement was signed during the installation on an electronic device presented by the technician. Your account was disconnected due to nonpayment on November 28, 2017. Because the service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee and $12.00 for an equipment return fee. When we spoke today, I informed you that I waived the early termination and equipment return fees. You accepted this resolution. You also agreed to pay the balance due ($154.36) for service rendered through the disconnection date. When the balance is paid the information will be updated with collections. In addition, I asked that the collection agency cease contact. We appreciate your feedback and your concerns will be investigated internally. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On June 21, 2016, we received your complaint, dated June 19, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You maintain that you have paid the agreed-upon monthly rate of $87.00; however, you continue to incur fees. A review of your account shows that you were previously receiving a total monthly credit of $60.00. These credits ended on March 24, 2016. As a result, you began to be billed the regular monthly rate of $130.49 plus tax. Although we have received monthly payments, they have not been for the full balance due. This has caused an unpaid balance to carry over each month and late fees to be applied to your account. On April 10, 2016, a billing statement of $163.02 generated for service from April 25, 2016, through May 24, 2016. Since we did not receive a payment, the billing statement of $275.11 that generated on May 10, 2016, included the previous unpaid balance, new month’s charges and a $7.00 late fee. We received two payments totaling $172.00 on May 12 and 27, 2016. This left your account with an unpaid balance of $103.11. The billing statement of $197.13 that generated on June 10, 2016, included the previous unpaid balance of $103.11, new month’s charges and a $7.00 late fee. On June 10, 2016, we received a payment of $25.13. Because the full past-due balance of $103.11 was not paid, your service was interrupted for non-payment on June 21, 2016. On April 13, 2016, a monthly credit of $5.00 was applied to your account for six months. An additional $40.00 monthly credit was applied on May 12, 2016, for 12 months. These credits reduce your monthly rate to $86.46 (including tax). When I spoke with you by phone on June 22, 2016, I advised you that I made an exception and I applied a credit of $172.00 to your account to cover the past-due balance. I also restarted your service. Your next billing statement will generate on July 10, 2016, for service from July 25, 2016, through August 24, 2016, and it will be for one month of service. To avoid an unpaid balance and late fees, please pay the statement balance by the due date. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I called my bank (Woodforest ) and I was told that they have not received any funds. I am not sure what happened but if it was sent back on Feb 26th I would think that it would be showing at my bank by now.
Sincerely,
[redacted]
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 22, 2016, we received your correspondence, dated April 21, 2016, filed with the Revdex.com. You stated that you purchased DISH Network service in February 2016. You were recently notified that your landlord doesn’t allow the service at your residence. This led you to disconnect your account. An early termination fee was applied to your account. When you contacted DISH Network to ask that the fee be waived, the customer service that you encountered didn’t meet your expectations. You requested that your early termination fee be waived and you would like a refund for your last month of service. When we spoke on April 25, 2016, I agreed to waive your early termination fee and I issued a refund for your last payment of $74.74. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Complaint: [redacted]
I am rejecting this response because: I will be checking with my financial institute to see if they can go that far back. Once I prove that I paid that bill than what? I always paid the amount the internet said until I "fell behind". The issue of paying a month in advance has been side stepped yet again. Also can you please stop saying you disconnected service because I did. I was already going through another provider when service was stopped and reasons like this are why I switched and don't recommend Dish TV services to friends, family or co-workers.
Sincerely,
[redacted]
January 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com. You indicated that you should have had more channels in your package than what you received. You expressed concern with being charged an early termination fee after disconnecting the day after your service was installed. We strive to provide excellent service and we regret that your experience was unfavorable. As a courtesy, I made an exception and waived your early termination fee. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you were overcharged and you requested an immediate refund. A review of your account reveals that we provided you with a $270.75 refund on May 5, 2016. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network has done nothing to resolve this issue. The company violated the contract by not providing me with the service That I was being charged for. I went above and beyond what was required of me by contacting the support department and twice arranging to have their support technicians meet me at my house to fox the problem . Dish Network was unable to uphold their obligation and twice failed to show for scheduled appointments. I my self own a local business and when you have scheduled appointments and you fail to keep them or you fail to provide the service you are responsible for providing, you have violated a moral and contractual requirements to your client. Finally I sat home for the required agreed upon time frames not once but twice while dish Network failed to service my equipment. I paid every penny of bill that was due because I used the service. How ever the for mentioned amount is not my responsbilty . I should not be held responsible for a early termination fee that was the direct result of dish networks breach of service.
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that I would request a copy of your customer agreement for your records. Unfortunately, our local office was unable to provide me with a copy. As such, I waived your early termination fee. Additionally, I was able to locate the receiver associated with your account, so I removed the equipment from your account and waived the fee.
Your remaining balance of $79.38 is for service rendered, and we request that it be paid.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for getting back to me. As per our phone conversation, I am willing to pay the balance of $79.38 only.
Can you please advise if it is appropriate to call customer service to take care of this matter or if I should be calling the collection agency that has put a collection on my credit file regarding this issue. Thank You
March 2, 2016 Mr. [redacted] ...
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: We are contacting you regarding your correspondence, dated February 24, 2016, filed with the Revdex.com. Based on our investigation into the concerns raised in your complaint, we have determined that DISH Network L.L.C. ("DISH”) did not contact the telephone number [redacted] DISH Network takes violations of Do Not Call laws very seriously. We take great efforts to ensure compliance with all Do Not Call laws and do not condone any violation of these laws by any entity. Further, significant resources are expended in pursuit of perpetrators of improper solicitations who may hide behind the DISH Network® trade name. However, identifying an offending solicitor is not always possible. We regret that the perpetrator’s actions have inconvenienced you in any way. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/05/28) */
May 21, 2015
[redacted]
PO Box XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network to add programming. You were told that the charges would be applied to your next bill. This was not the case. You were charged $67.00 when you were expecting a charge of $60.36, which created an unexpected financial hardship. Additionally, you were informed that you would be charged a fee for the equipment return should you disconnect the service. You do not feel that the customer service representatives have provided you with correct information. You requested a credit for a full month of service.
When we spoke today, we reviewed your billing and the credits that you were provided. I explained that these changes took place the day your auto-payment was generated, causing the prorated programming charge to be included in the payment total. I also informed you that I am unable to provide you credit for a full month of service; however, I applied a $20.00 credit to your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 22, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear [redacted]: On November 18, 2016, we received your complaint, dated November 17, 2016, filed with the Revdex.com. You stated that you received a collection letter indicating that you owed DISH Network $1,304.50. You have never been a DISH Network customer and you requested that this matter be resolved. When we spoke today, you confirmed that you received the Identity Theft Affidavit and instructions I provided. We discussed the process and you indicated that you would complete the paperwork required to begin an identity theft investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...August 26, 2016 Dear Ms. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when you agreed to an equipment upgrade with a two-year contract, you did so with the understanding that your monthly rate would be $73.93 for the contract period. However, you said that you have been billed more then what you were quoted and you would like us to honor the rate or release you from your contract. We will grant your request and release you from your contract. You may disconnect your account at any time without penalty. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
May 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
Peterson: On May 12, 2016, we received your correspondence, dated May 11, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the DISH Anywhere application and they have not been resolved. When we spoke today, I advised you that I waived your early termination fee. You may cancel your service at any time without a penalty. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
September 30, 2015
Mr. [redacted]
[redacted]
Jefferson City, TN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your complaint, dated...
September 23, 2015, filed with the Revdex.com.
You indicated that your DISH Network service was on DISH Pause since 2014 and when you called to have it disconnected, you were told that you had a balance of $252.52 for programming.
When I spoke with you by telephone today, I informed you that an account can only be in DISH Pause for up to nine months. When the nine months expires, the service is automatically restarted. As an exception, I removed the charges.
This account was established under the Digital Home Advantage (DHA) 24-month agreement. Since you did not fulfill the term commitment, you were charged a $400.00 early termination fee.
During our conversation, you mentioned that you moved to a housing unit where the satellite dish is not allowed. I waived your early termination fee and there is no balance due to DISH Network.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello thanks for contacting me back I was a little confused of the charges that were removed from the current amount. If you could contact me back with the current charges I owe I would greatly appreciate it.
July 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear [redacted]: On June 30, 2017, we received your complaint, dated June 29, 2017, filed with the Revdex.com. You claim that you were not aware of the 24-month commitment. You believed that you were only signing for the installation when you signed the electronic tablet. You established this account through [redacted], an independent retailer. Since we were unable to verify the information you were provided, we waived the $480.00 early termination fee. Additionally, as an exception, I removed the remaining balance of $75.05. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
June 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your correspondence, dated June 27, 2016, filed with the Revdex.com. Our records reveal that this matter was previously addressed by letter correspondence through the Federal Communications Commission on June 30, 2016. I enclosed a copy of this letter for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST June 30, 2016 Mr. [redacted] Re: FCC Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 29, 2016, we received your correspondence dated June 27, 2016, filed with the Federal Communications Commission. You said that you were told you had a 15-day trial period during which you could cancel your DISH Network service without a penalty. Ms. [redacted] (the account holder) established her account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Dish One, an independent retailer. Please note that we do not offer a trial period. When I spoke with Ms. [redacted] on June 29, 2016, I advised her that I waived the early termination fee. Per her request, the account was disconnected. She agreed to return the leased equipment to DISH Network. A return box and label were sent to her address by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 5, 2015/07/15) */
July 10, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015,...
filed with the Revdex.com.
You indicated that your recent DISH Network technical support and customer service experience did not meet your expectations. You were provided incorrect information and ineffective solutions regarding relocating the receiver in your RV. As a result, you spent excessive time and incurred unnecessary expenses. You requested that the receiver be replaced at no additional cost to you.
When we spoke today, you indicated that you were able to order a part from an RV supplier that you feel should resolve the matter. I apologized for your experience and applied credit to your account for the part and remotes you purchased. Additionally, I provided you a $20.00 credit for six months and waived your current contract commitment. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Ms. [redacted]: On February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You...
expressed concern that you didn’t receive a refund for your credit balance. A review of your account reveals that a refund has been submitted. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Tell us why here...January 2, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your correspondence, dated December 27, 2017, filed with the Revdex.com. You maintain that the account was placed in your wife’s (Mrs. [redacted]) name without authorization. You also indicated that you were not advised of the term commitment, and you disputed the early termination fee. Our records reveal that your account was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment through [redacted]. The agreement was signed during the installation on an electronic device presented by the technician. Your account was disconnected due to nonpayment on November 28, 2017. Because the service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee and $12.00 for an equipment return fee. When we spoke today, I informed you that I waived the early termination and equipment return fees. You accepted this resolution. You also agreed to pay the balance due ($154.36) for service rendered through the disconnection date. When the balance is paid the information will be updated with collections. In addition, I asked that the collection agency cease contact. We appreciate your feedback and your concerns will be investigated internally. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On June 21, 2016, we received your complaint, dated June 19, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You maintain that you have paid the agreed-upon monthly rate of $87.00; however, you continue to incur fees. A review of your account shows that you were previously receiving a total monthly credit of $60.00. These credits ended on March 24, 2016. As a result, you began to be billed the regular monthly rate of $130.49 plus tax. Although we have received monthly payments, they have not been for the full balance due. This has caused an unpaid balance to carry over each month and late fees to be applied to your account. On April 10, 2016, a billing statement of $163.02 generated for service from April 25, 2016, through May 24, 2016. Since we did not receive a payment, the billing statement of $275.11 that generated on May 10, 2016, included the previous unpaid balance, new month’s charges and a $7.00 late fee. We received two payments totaling $172.00 on May 12 and 27, 2016. This left your account with an unpaid balance of $103.11. The billing statement of $197.13 that generated on June 10, 2016, included the previous unpaid balance of $103.11, new month’s charges and a $7.00 late fee. On June 10, 2016, we received a payment of $25.13. Because the full past-due balance of $103.11 was not paid, your service was interrupted for non-payment on June 21, 2016. On April 13, 2016, a monthly credit of $5.00 was applied to your account for six months. An additional $40.00 monthly credit was applied on May 12, 2016, for 12 months. These credits reduce your monthly rate to $86.46 (including tax). When I spoke with you by phone on June 22, 2016, I advised you that I made an exception and I applied a credit of $172.00 to your account to cover the past-due balance. I also restarted your service. Your next billing statement will generate on July 10, 2016, for service from July 25, 2016, through August 24, 2016, and it will be for one month of service. To avoid an unpaid balance and late fees, please pay the statement balance by the due date. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I called my bank (Woodforest ) and I was told that they have not received any funds. I am not sure what happened but if it was sent back on Feb 26th I would think that it would be showing at my bank by now.
Sincerely,
[redacted]
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 22, 2016, we received your correspondence, dated April 21, 2016, filed with the Revdex.com. You stated that you purchased DISH Network service in February 2016. You were recently notified that your landlord doesn’t allow the service at your residence. This led you to disconnect your account. An early termination fee was applied to your account. When you contacted DISH Network to ask that the fee be waived, the customer service that you encountered didn’t meet your expectations. You requested that your early termination fee be waived and you would like a refund for your last month of service. When we spoke on April 25, 2016, I agreed to waive your early termination fee and I issued a refund for your last payment of $74.74. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Complaint: [redacted]
I am rejecting this response because: I will be checking with my financial institute to see if they can go that far back. Once I prove that I paid that bill than what? I always paid the amount the internet said until I "fell behind". The issue of paying a month in advance has been side stepped yet again. Also can you please stop saying you disconnected service because I did. I was already going through another provider when service was stopped and reasons like this are why I switched and don't recommend Dish TV services to friends, family or co-workers.
Sincerely,
[redacted]
January 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com. You indicated that you should have had more channels in your package than what you received. You expressed concern with being charged an early termination fee after disconnecting the day after your service was installed. We strive to provide excellent service and we regret that your experience was unfavorable. As a courtesy, I made an exception and waived your early termination fee. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 12, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you were overcharged and you requested an immediate refund. A review of your account reveals that we provided you with a $270.75 refund on May 5, 2016. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT